Emergency 999 Call Handler (Emergency Medical Advisor

Cardiff and Vale University Health Board; Crawley; On-site; GBP 26,000 - 27,000; Full time

Benefits offered by this job

Free parking

Blue Light Card

NHS Pension Scheme

Wellbeing hub

Staff networks

Training and development

Salary sacrifice schemes for cars or p

Enhanced DBS check

35 days annual leave

Job summary

Cardiff and Vale University Health Board is recruiting NHS 111/999 Emergency Call Handlers for our 24/7 emergency contact centres in Medway, Kent or Crawley. We provide 9 weeks of full-time training, with classroom learning and mentored on-the-job experience before going live.

You will handle high-pressure calls with empathy, maintain calm, and use strong typing and IT skills. This role offers a competitive salary, generous leave, and NHS benefits.

Qualifications

• GCSE/Functional Skills in Maths, English and ICT required or demonstrated at GCSE level or higher.
• Level 2 in Customer Service or Health and Social Care preferred.
• Enhanced DBS check required.

Responsibilities

• Handle 999/NHS 111 emergency calls with empathy under pressure.
• Work within 24/7 shift patterns including nights and weekends.
• Demonstrate excellent interpersonal and problem-solving skills.
• Collaborate in a team yet work independently when needed.

Skills

Excellent communication

Fast/accurate typing

Teamwork

Empathy

Education

GCSE or Functional Skills in Maths, English and ICT

Level 2 in Customer Service or Health and Social Care

Previous DBS check or Enhanced DBS

Tools

Pathways trained

Job description

We will provide full training in a warm, friendly environment in our Emergency Call Centres. Our comprehensive training programme:

• 9 weeks full time training
• Is full time, even for part time applicants
• Has a 'must' attend policy due to you obtaining your Pathways licence
• Comprises of 3 weeks of Monday to Friday classroom training, then observing and mentoring periods within the working environment for a further 6 weeks before you go "live".
• This is a fully office-based role at our NHS 111/999 contact centres in Medway, Kent or Crawley, West Sussex. Due to 24/7 shift patterns, including nights, applicants must live within approximately 45-60 minutes' commuting distance. Applications outside this distance will not be progressed.
• If you are planning to relocate, please include details and timescales in your supporting statement.
• Our 999 Emergency Call Handlers are all caring and empathetic
• They all have great communication skills
• They're all happy and able to work flexibly, This role can be demanding, challenging, and ultimately very rewarding however, it's not for everyone. Applicants will need to have a range of skills to be able to deal with often stressful and emotional situations, whilst also demonstrating compassion and empathy to all callers, no matter what the situation.
• Successful applicants demonstrate high levels of personal commitment to facilitate the delivery of a patient-focused service
• We need individuals who have the drive and passion to make a difference to peoples lives, but also the personal resilience to work in a high-pressured environment
• You will need to be able to work well within a team and independently, have fast/accurate typing skills and a good standard of education or equivalent experience
• This role is suited to people who remain calm under pressure, good at problem solving and have excellent interpersonal skills, with an empathetic nature
• Further Information The interview process will consist of 6 Multi Mini Interview's (MMI's) and a tour of the Emergency Operations Centre. All successful applicants will be required to undertake an Enhanced DBS check for adults and children., This role can be demanding, challenging, and ultimately very rewarding however, it's not for everyone. Applicants will need to have a range of skills to be able to deal with often stressful and emotional situations, whilst also demonstrating compassion and empathy to all callers, no matter what the situation.
• Successful applicants demonstrate high levels of personal commitment to facilitate the delivery of a patient-focused service
• We need individuals who have the drive and passion to make a difference to peoples lives, but also the personal resilience to work in a high-pressured environment
• You will need to be able to work well within a team and independently, have fast/accurate typing skills and a good standard of education or equivalent experience
• This role is suited to people who remain calm under pressure, good at problem solving and have excellent interpersonal skills, with an empathetic nature, Educated to GCSE or Functional Skills in Maths, English and ICT skills OR evidence within previous employment that they have used Maths and English to GCSE level or higher, Level 2 in Customer Service or Health and Social Care
• NHSP Pathways trained or other medical triage system background, Previous experience working and communicating with the public
• Ability to communicate with a variety of different people and build rapport
• Experience of working in a computer based role - strong IT skills, Previous experience working in a team or with stakeholders across a range of settings, Previous experience working in a team or with stakeholders across a range of settings

Disclosure and Barring Service Check This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

As we are a 24/7 service, this role will involve working a varied shift pattern including earlies, lates, nights and weekends on a rota pattern. These rotas are fixed to ensure a safe provision to our patients. If you have a requirement to work nights ONLY, this can also be catered for.

• Competitive salary of £25.760- £27,476 (13.17 per hour) with the extra earning potential with unsocial hours allowance
• Unsocial hours enhancements - For all hours that you work between 8pm and 6am Monday - Friday and all-day Saturday you will earn a shift bonus which means you will earn approximately £17.78 per hour. For Sundays and Public Holidays, you will earn approximately £22.26 per hour.
• 35 days' annual leave inclusive of Bank Holidays (pro rata)
• Flexible working hours on a rota pattern
• Free parking
• Blue Light discount card Blue Light Card
• Generous NHS Pension Scheme
• Award winning Wellbeing hub
• Staff networks
• Training and development
• Salary Sacrifice schemes for cars or push bikes
• Access to occupational health
• Enhanced DBS check
• Bonus scheme Other than in exceptional circumstances, the starting salary for staff new to the NHS will be the bottom point of the band to which they have been appointed.